1 Marketforce s Inaugural Conference The Future of Nordic Non-Life Insurance Unleash your competitive advantage with insights from insurance industry leaders 2nd and 3rd June 2015 Radisson Blu Scandinavia Hotel, Copenhagen Speakers include: Torbjörn Magnusson President & Chief Executive Officer If P&C Insurance Steen Holse Andersen Chief Operating Officer LB Forsikring Turid Grotmoll Chief Executive Officer SpareBank 1 Forsikring Timo Ahvonen Chief Development Officer Fennia Exclusive rates for insurance companies available Rune Arneberg Executive Vice President & Chief Operating Officer Vardia Insurance Group Bjørn Sandqvist Senior Vice President, Pricing & Business Intelligence Tryg Óskar Hauksson Vice President Finance & Operations, Chief Financial Officer Tryggingamiðstöðin Cecilie Ditlev-Simonsen Executive Vice President, Brand, Communications & Marketing Gjensidige Forsikring Early registration rates available Book before 27th March to save up to 400 Sponsors: Steinunn Hlíf Sigurðardóttir Managing Director Claims Vörður Daniel Soussan Chief Executive Officer Insplanet Jesper Andersen Executive Vice President, Head of Strategy & Business Intelligence GF Forsikring Camilla Engelshardt Kirkegaard Head of Online Alka Forsikring From the producers of The Future of General Insurance, The Future of European Insurance Fraud and 20:20 Customer Experience: Financial Services Nordics
2 An all-new opportunity to meet market-leading insurers, The Future of Nordic Non-Life Insurance explores the biggest challenges and most exciting opportunities facing the sector. With an unrivalled breadth of content that spans pricing, marketing, claims, strategy and much more, it s a unique opportunity to get cross-function, pan-industry insight, making this a must-attend event for those looking to navigate their way to success in Nordic non-life. Key topics for discussion include: Using digital channels to transform your customer engagement strategy Adapting to the changing distribution landscape and the growth of aggregators Optimising operations in response to changing market conditions and digitalisation New business models and new technologies: the innovations and disruptors of the future Leveraging analytics in pricing and the customer experience to deliver data-driven insights Enhancing the claims process to ensure customer-centricity and business efficiencies Reasons to attend: Meet more than 100 of your peers from across the Nordic region Hear the experiences of 20+ expert speakers from functions including Strategy, Operations, Pricing, Business Intelligence, Marketing, Claims and more Get strategic and in-depth insights with over 14 hours of focused content with an extra 5 hours for networking including at our intimate drinks reception Drinks Reception Join us for a drinks reception in central Copenhagen on the evening of day one. Continue the discussions from the day with your peers in an informal setting. Comments on Marketforce conferences:...made special by all the great and highly qualified people that were sharing their experiences Head of SIU, Norway, Gjensidige Forsikring A great agenda, great speakers, and great questions from the floor make for a conference that adds value Chief Claims Officer, DAS Group An exceptionally well organised conference with in depth and best practice presentations Director of the Fraud Prevention, Detection & Investigation Officer, Zavarovalnica Triglav Who you will meet: Our insurance events attract senior representatives from a wide range of companies working in the industry, including: ACE Group Admiral Group Ageas AIG Alka Forsikring Allianz Group Aon Group Aviva AXA Group Codan Direct Line Group ERGO Insurance Fennia Group Folksam Group Generali Group GF Forsikring Gjensidige Forsikring Groupama Hiscox If P&C Insurance Ikano Försäkring ING InShared LB Forsikring Lloyds Banking Group LV= NEM Forsikring NFU Mutual NN-Group RSA Group SpareBank 1 Forsikring The AA Topdanmark Tryg Trygg-Hansa Tryggingamiðstöðin Vardia Insurance Group Vörður XL Group Zurich Insurance Group Join the debate on Twitter using the hashtag #nordicnonlife15 or BOOK ONLINE
3 The Future of Nordic Non-Life Insurance 2nd and 3rd June 2015 Radisson Blu Scandinavia Hotel, Copenhagen Welcome address from Marketforce Chairman s opening remarks Driving progress in Nordic insurance the view from the top Safeguarding the new generation of customers: meeting and Keynote Address Developing a world-class insurer: old truths and new realities Torbjörn Magnusson, President & Chief Executive Officer, If P&C Insurance surpassing expectations Turid Grotmoll, Chief Executive Officer, SpareBank 1 Forsikring Advisory session Senior Representative, FICO Panel Discussion Maintaining a competitive edge: challenges and opportunities on the road ahead Reviewing the economic and regulatory outlook: how are insurers faring Which lines are proving to be most profitable Where can performance be improved How is the distribution of insurance changing What does that mean for operations Value vs price: how can the industry ensure customers focus on what really matters How can customer-centricity best be built into product development What role will new technologies play in enhancing relationships and driving profitability Torbjörn Magnusson, President & Chief Executive Officer, If P&C Insurance Turid Grotmoll, Chief Executive Officer, SpareBank 1 Forsikring Steen Holse Andersen, Chief Operating Officer, LB Forsikring Jesper Andersen, Executive Vice President, Head of Strategy & Business Intelligence, GF Forsikring Senior Representative, FICO Refreshments Day 1 - Tuesday 2nd June 2015 Raising the bar in digital insurance a new era for customer engagement The communication revolution has transformed customers interactions with, and expectations of, their service providers; enabling multi-channel contact has become a competitive imperative. In this session, delegates will hear a selection of case studies exploring how best to optimise individual channels, before exploring how these can be joined up to deliver a seamless customer experience. From bricks to clicks: maximising the value of your online presence Christoffer Petersson, Head of Digital Excellence, Trygg-Hansa Making mobile a hit: creating meaningful relationships on-themove Camilla Engelshardt Kirkegaard, Head of Online, Alka Forsikring Perfecting social media: enhancing brands, engagement and retention Cecilie Ditlev-Simonsen, Executive Vice President, Brand, Communications & Marketing, Gjensidige Forsikring Advisory session Glynda Gill, Digital Strategy Director, Guidewire Software Mobile Voting Boosting insurers digital presence: destination omnichannel In this session, delegates will vote on a series of questions using their mobile devices. The panellists will discuss the results as they appear. Topics to be explored include: How important is omnichannel Is multichannel enough Which channels are proving most popular now Will this change What are the biggest barriers to achieving seamless channel integration How much investment is required to deliver an enhanced channel strategy How will the spread of digitalisation affect customer support staff Christoffer Petersson, Head of Digital Excellence, Trygg-Hansa Cecilie Ditlev-Simonsen, Executive Vice President, Brand, Communications & Marketing, Gjensidige Forsikring Camilla Engelshardt Kirkegaard, Head of Online, Alka Forsikring Glynda Gill, Digital Strategy Director, Guidewire Software Lunch hosted by Guidewire Software Unleashing data-driven insight insurers secret weapon The information explosion and constant innovation in analytics puts more data and insight at insurers fingertips than ever before. In this session, delegates will hear how analytics are being applied in two key areas pricing and customer insight before getting the chance to pose their burning questions to an expert panel Predictive analytics & risk-based pricing: improving precision for greater profitability Bjørn Sandqvist, Senior Vice President, Pricing & Business Intelligence, Tryg Customer analytics: driving rich, relevant & remarkable communications Marion Løken, Head of Business Intelligence & Analytics BA IT Private, If P&C Insurance Advisory session TELEPHONE +44 (0) Ask the Experts Big puzzle, big rewards: extracting value from data Delegates will spend 10 minutes discussing the previous presentations in order to devise their most critical questions for the panel. In the 20 minutes that follow, they will feed back their questions to the panel for comment. Topics could include: From skills to technology: what are the key components that you need to get started All in How do you decide what level of investment is needed to achieve ROI Which internal and external data will be most useful How can you know How can data protection and privacy issues best be addressed What needs to be done to extract maximum value from the data Bjørn Sandqvist, Senior Vice President, Pricing & Business Intelligence, Tryg Björn Dalemo, Pricing & Underwriting Director, Personal Lines, Trygg-Hansa
4 Marion Løken, Head of Business Intelligence & Analytics BA IT Private, If P&C Insurance Refreshments Day 2 - Wednesday 3rd June Chairman s opening remarks 4 The great distribution shakeup The rise of price comparison sites 5 Creating and sustaining customer-centric operations Learning to live with aggregators: the UK experience Aggregators, or price comparison websites, have rapidly become central to the UK insurance industry. And there have been many positives: greater distribution reach for insurers, lower pricing and improved transparency for consumers. But focusing on price comes at a cost. Extreme competition can make profitability elusive, and it becomes difficult to showcase value-added services. This presentation will explore what it is like to operate in this kind of environment and how insurers must adapt to survive. Speaker to be confirmed Making waves and making headway: price comparison in the Nordics Denmark s first commercial insurance aggregator, Comparo, launched in the region in June Two years on, Comparo s Chief Executive Officer explores what it and the industry have learned so far and how he expects the aggregator landscape to evolve in the years ahead. Lars Lund-Nielsen, Chief Executive Officer, Nordic Consumer Portals Mobile Voting Confronting the revolution in insurance buying: the future of distribution In this session, delegates will vote on a series of questions using their mobile devices. The panellists will discuss the results as they appear. Topics to be explored include: How great is the risk of commoditisation in the Nordic insurance market How can insurers effectively differentiate on aggregator sites How much will websites need to change to ensure an integrated buying experience What does the future hold for brokers and agents if aggregators continue to grow Lars Lund-Nielsen, Chief Executive Officer, Nordic Consumer Portals Daniel Soussan, Chief Executive Officer, Insplanet Further panellist to be confirmed Adapting to regulation and market conditions: turning change into opportunity Óskar Hauksson, Vice President Finance & Operations, Chief Financial Officer, Tryggingamiðstöðin Digitalisation: a good servant but a bad master Timo Ahvonen, Chief Development Officer, Fennia Building excellent operations for a superb customer experience Rune Arneberg, Executive Vice President & Chief Operating Officer, Vardia Insurance Group Advisory session Panel Discussion Delivering enhanced operations what are the next steps What impact is digitalisation having on people, processes and systems Renovation or replacement: how are insurers addressing the limitations of legacy How do operations need to adapt as the number of customer touch-points increases Delivering efficiencies and tailored customer journeys: what do you need to consider Assessing the impact of self-service: what does it mean for contact centres and staff Which technologies offer the greatest potential to increase operational efficiency Óskar Hauksson, Vice President Finance & Operations, Chief Financial Officer, Tryggingamiðstöðin Timo Ahvonen, Chief Development Officer, Fennia Rune Arneberg, Executive Vice President & Chief Operating Officer, Vardia Insurance Group Refreshments Upping the claims game delivering efficiencies and superb service Chairman s closing remarks and end of day 1, followed by drinks reception in central Copenhagen Positive, informative and a good networking opportunity Strategy Research Coordinator, Tesco Underwriting Customer-focused, cost-efficient: a flexible approach to claims management Understanding the major challenges in claims: what needs to be done Self-service and the journey towards claimant empowerment Striking a balance between automation and the personal touch The enabling role of technology in improving claims communication Steinunn Hlíf Sigurðardóttir, Managing Director Claims, Vörður Getting customers back on their feet: stories from the frontline Rune Seest, Head of Claims, NEM Forsikring Advisory session Questions BOOK ONLINE
5 Fraud in focus uncovering and outsmarting the cheats Lunch Peer-to-Peer Discussion Which fraud trends are having the greatest impact Which lines are most affected Is more investment needed for anti-fraud initiatives How can this be secured How can analytics be optimised to improve detection and prevention Which data sources or new technologies promise the greatest anti-fraud rewards What more can be done to maximise specialist knowledge in the business How can insurers best work together to tackle fraud, particularly across borders Klaus Martin Arnesen, Fraud Manager, DNB Skadeforsikring Imagining tomorrow s insurer innovators and disruptors Insurance Fraud Related Events 24th March 2015, London 20:20 Customer Experience: Financial Services Nordics 24th & 25th March 2015, Copenhagen A revolution in motor: a snapshot of the growth of telematics What insights can Big Data from telematics devices provide on customers Improving telematics traction: what would increase take-up Which customer segments provide the greatest opportunities for expansion Paul Middle, Head of Telematics Partnering, RSA Group Advisory session Peer-to-peer insurance: friends with benefits Friendsurance s unique approach is all about making insurance social again. By adding social networks to the insurance equation, the company allows policy holders to build up network deductibles and thereby lower the cost of their products. For insurers, this provides a new method of distribution, better risk pools and reduced claims ratios. Sebastian Herfurth, Chief Executive Officer, Friendsurance Innovating through affinity partnerships: a retail approach to insurance Ikano s range of affinity partnerships has recently grown to include IKEA, with the OMIFALL product launched as an affordable alternative to high-priced accident and health insurance. It s a totally new distribution model that is fundamentally changing the way people look at their insurance products, and has huge potential for expanding even further. Magnus Fredrikson, Expansion Manager, Ikano Försäkring Panel Discussion Mapping the future of insurance: what s on the horizon What new technologies are driving the biggest changes in insurance right now How is consumer behaviour evolving What does that mean for insurers Who is likely to drive the most innovation in insurance Which players are best placed to seize the initiative How can insurers future-proof their business against new innovations Insurance 2020: what will the market-leader of the future look like Paul Middle, Head of Telematics Partnering, RSA Group Sebastian Herfurth, Chief Executive Officer, Friendsurance Magnus Fredrikson, Expansion Manager, Ikano Försäkring Chairman s closing remarks and end of conference Claims Forum 21st May 2015, London Sponsors: FICO is a leading analytics software company, helping businesses in 80+ countries make better decisions that drive higher levels of growth, profitability and customer satisfaction. FICO provides analytics software and tools across multiple industries to manage risk, fight fraud, build profitable customer relationships, optimise operations and meet strict government regulations. Learn more at: Guidewire Software, Inc. is a leading provider of flexible core systems that enable property/casualty insurers to deliver insurance the way they want to. Guidewire builds high quality software that consistently works as promised. Designed for maximum flexibility and scalability, Guidewire solutions give carriers the capability to deliver excellent service to policy-holders and agents and increase market share while lowering operating costs. The Guidewire InsuranceSuite, consisting of Guidewire PolicyCenter, Guidewire BillingCenter, and Guidewire ClaimCenter, spans the entire insurance lifecycle underwriting, policy administration, billing, and claims management. For more information please visit: Interested in speaking, exhibiting or hosting an event around the conference There are a limited number of opportunities to engage key decision makers through speaking, exhibiting and other tailored packages. For more details, please get in touch: Tel: +44 (0) TELEPHONE +44 (0)
6 The Future of Nordic Non-Life Insurance 2nd and 3rd June 2015 Radisson Blu Scandinavia Hotel, Copenhagen How to Book Code: 3222 Simply return this form to: Marketforce Business Media Ltd 3 Sutton Lane London EC1M 5PU United Kingdom Telephone us on: +44 (0) Fax this form to: +44 (0) Book online at: us on: Prices Registrations on or before 27th March 2015 Registrations on or before 8th May 2015 Registrations after 8th May 2015 Insurance Companies* VAT = 1, VAT = ,145 + VAT = 1, VAT = 1, ,295 + VAT = 1, ,015 + VAT = 1, Standard Rate 1,295 + VAT = 1, ,015 + VAT = 1, ,495 + VAT = 1, ,165 + VAT = 1, ,695 + VAT = 2, ,315 + VAT = 1, * This rate is available for insurance companies only. Service providers, including consultants, outsourcing service providers, IT providers and solicitors are not eligible for this rate. The price remains at the discretion of the conference producers, whose decision is final. Delegate Information Title First Name Surname Job Title Phone Title First Name Surname Job Title Phone Title First 15% Name DISCOUNT Surname Job Title Phone Company Information Company Name Address Postcode/Zip Country Fax Payments Please select the relevant box: I wish to book the named delegate(s) and I understand that this registration is made subject to Marketforce Business Media Ltd s terms and conditions. I cannot attend so I wish to purchase a copy of the conference VAT. The conference documentation is distributed online and accessed via a password which will be ed to you after the conference and once payment has been made. The presentations will be online for a period of 3 months. Signed I enclose a cheque for the sum of. Cheques must be drawn on a UK bank account with a UK sort code and should be made payable to Marketforce Business Media Ltd and sent to The Accounts Department, Marketforce Business Media Ltd, 3 Sutton Lane, London EC1M 5PU. I will transfer the sum of Bank Transfer details: please transfer quoting reference IZI50 plus company name. Bank Details: Lloyds Bank, Southampton Row, London WC1B 5HR. Bank transfers in Sterling should be ma de to Lloyds Bank, sort code , account number , IBAN: GB39 LOYD , BIC: LOYDGB Payments made in this way should also carry the conference name and your company name as reference. Bank transfers in Euros should be made to Lloyds Bank, sort code , account number , IBAN: GB09 LOYD , BIC: LOYDGB Payments made in this way should also carry the conference name and your company name as reference. Please debit the sum of from my Credit Card: Amex/Visa/MasterCard. Card No Exp. Date Holder s Name Security Code* Signature Date Terms and Conditions Delegate information Registration and document distribution from 8.30am on Tuesday 2nd June Event accommodation Overnight accommodation and travel costs are not included in the registration fee. For further information on discounted hotel rooms, please refer to the delegate pack which will be sent out once you have confirmed your place. Please note it may be necessary for reasons beyond the control of the organisers to alter the content or the timing of the programme. Terms and conditions The fee covers attendance at all sessions and payment must be received prior to the event. The delegate rate is charged at the discretion of the conference producers. Cancellations Cancellations must be received in writing to Verbal cancellations will not be accepted. Where cancellation is received in writing more than 30 days prior to the first day of the conference any fees due will be refunded in full less an administration charge of 100/ VAT per ticket. Where cancellations are submitted within 30 days of the first day of the conference, the registration fee remains payable in its entirety. Substitutions are acceptable at any time. Data Protection Marketforce Business Media Ltd gathers and processes data in accordance with the Data Protection Act The information contained about you on this form may be used for future updates about our products and services. Occasionally, we may make your details available to carefully selected external companies for marketing purposes. If you wish your details to be amended, removed or not passed on to external organisations, please write to the Database Administrator at the address on the registration form. Following your update or removal request, you may receive additional pieces of communication whilst the changes are effected.